Lakshmi Sharma
Crm Manager
Rohtak
Summary
Results-driven CRM Manager with over 2.5 years of experience in customer relationship management. Skilled in optimizing CRM systems, analyzing customer insights, and implementing targeted campaigns to increase customer engagement, loyalty, and revenue. Skilled in using CRM software like Freshdesk ,I drive customer satisfaction and long terms relationships with strategic and team coordination. Highly collaborative with strong focus on achieving results and adapting to changing needs, with reputation for reliability and flexibility.
Overview
4
4
years of professional experience
Work History
CRM Manager
Care Health Insurance
07.2023 - 08.2025
- Reduce customer escalations by implementing service improvements.
- Managed customers' queries, complaints, and feedback, ensuring quick resolution.
- Provided insights on customer behavior trends, leading to improved loyalty program initiatives.
- Implemented structured follow-up strategies to strengthen long-term customer relationships.
- Ensured policy renewals and retention activities.
- Maintained service record, used MS Excel, and took customer feedback.
Post Sales Executive
Spinny
11.2021 - 06.2023
- Ensured high-quality after-sales support to enhance customer satisfaction and loyalty.
- Managed customer queries, complaints, and feedback post-purchase, ensuring quick resolution.
- Provided technical assistance, product training, and troubleshooting to customers after delivery.
- Improved customer satisfaction through effective communication and support.
- Tracked customer satisfaction metrics to improve after-sales processes.
Post Sales Executive
Spinny
11.2021 - 06.2023
- Ensured high-quality after-sales support to enhance customer satisfaction and loyalty.
- Managed customer queries, complaints, and feedback post-purchase, ensuring quick resolution.
- Provided technical assistance, product training, and troubleshooting to customers after delivery.
- Improved customer satisfaction through effective communication and support.
- Tracked customer satisfaction metrics to improve after-sales processes.
Education
MBA - HR + Marketing
M.D.U. Rohtak
Rohtak06-2021
B. Com - Accounting And Finance
M.D.U. Rohtak
Rohtak10-2017
Skills
Customer Segmentation & Journey Mapping
Problem solving and process optimization
Using CRM software like Freshdesk
Team coordination
Communication and soft skills
MIS reporting
Customer Retention Strategies
Major achievements
- Achieved high customer satisfaction scores consistently.
- Reduced customer escalations by implementing service improvements.
- Played a key role in improving retention rate.
Timeline
CRM Manager
Care Health Insurance
07.2023 - 08.2025
Post Sales Executive
Spinny
11.2021 - 06.2023
Post Sales Executive
Spinny
11.2021 - 06.2023
MBA - HR + Marketing
M.D.U. Rohtak
B. Com - Accounting And Finance
M.D.U. Rohtak